SOLUTION MANUAL m
Operations and Supply Chain Management, 16th Edition b
m m m m m m m
y F. Robert Jacobs and Richard Chase
m m m m m m
Chapters 1 - 22 | Complete
m m m m m m
, • TABLE OF CONTENTSm m
Chapter m1: mIntroduction
Chapter m2: mStrategy
Chapter m3: mDesignmofmProductsmandmService
smChapter m4: mProjects
Chapter m5: mStrategicmCapacitymManagement
Chapter m6: mLearningmCurves
m
Chapter m7: mManufacturingmProcessesmChapt
erm8: mFacilitymLayout
Chapter m9: mServicemProcesses
Chapter m10: mWaitingmLinemAnalysismandmSimulatio
nmChapter m11: mProcessmDesignmandmAnalysism Cha
pterm12: mQualitymManagement
Chapter m13: mStatisticalmQualitymControlmCha
pterm14: mLeanmSupplymChains
Chapter m15: mLogisticsmandmDistributionmManageme
ntmChapter m16: mGlobalmSourcingmandmProcurementm
Chapter m17: mThemInternetmofmThingsmandmERPm Chap
term18: mForecasting
Chapter m19: mSalesmandmOperationsmPlanning
Chapter m20: mInventorymManagementm Chap
m
term21: mMaterialmRequirementsmPlanning
,Chapter m22: mWorkcenter mScheduling
CHAPTER 1 m
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
m m m m
Discussion mQuestions
1. UsingmExhibitm1.3masmammodel,mdescribemthemsource-make-deliver-
return mrelationshipsmin mthefollowing msystems:
a. An mairline
Source:mAircraftmmanufacturer,min-
flightmfood,mrepairmparts,mcomputermsystemsmMake:mAircraftmandmflightmcrewmsched
uling,mgroundmservicesmprovidedmatmairports,
aircraftmaintenance mandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhandli
ngmReturn:mResolvemanympost-
servicemissuesmsuch masmlostmormdamagedmluggage
b. An mautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsol
dmasmspareparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthe
mwholesalesystem
Return:m Warrantymandmrecall mrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposal mservices,mfoodmservices,mq
ualifiedpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
mDeliver:mScheduling mpatients,mproviding mtreatment,mambulance mservice,mfamil
ymcounselingReturn:mBillingmerrors,mfollowmupmvisits
d. An minsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegal mauthoritymtomoperate
, Make:mEstablish mpolicymguidelinesmandmpricing,mfieldmagent/representative mand
mfacilitymnetwork,mdevelop mInternetmservicemcapabilities,mestablishmpreferred mvehi
clemrepairmservicenetwork
Deliver:mMeetmwith mandmadvisemclients,mwritempolicies,mprocessmandmpaymclaimsR
eturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmeleme
nt?mWhatmisitsmweakestmone?
Themcategoriesmwith mexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparking mFacilitating mgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwith mqualified minstructors,mplacementmofficesImplicitmserv
icesm– mstatusmandmreputation m(e.g.,mIvymLeaguemschools)
AtmIndiana mUniversitymandmthemUniversitymofmSouthern mCalifornia,mamongmtheirmst
rongestmelementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagement
mprogramsm(of mcourse).Both malso mhave mverymdedicated malumnimnetworks.mA mweakm
elementmofmIndiana mUniversitymismitsmweakmfootballmprogram;mformUSC,mweakmeleme
ntsmaremon-campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyou mthemmostmwith mitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsm
asmwavemmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwell masmallmsor
tsmofmothermamenitiesmtokeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusi
nessmasmwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(h
asmamformalizedmresearch mprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuch m
asmvideomscreensin mnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuicken mmoneymmanage
mentmsoftwaremonline),mIkea,JetBluemAirlines,mandmProgressivemInsurancem(discussedmlat
ermin mthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemoremvaluemformthemcustomer.
mThismprovidesmbenefitsminmtwo mareas.mFirst,mthismdifferentiatesmtheorganization mfromm
themcompetition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationin mamp
ositivemway.mAlternatively,mbundlingmcan malsominvolvemaddingmproductsmtomamservice,m
formexample,maddingmthemsalemofmconveniencemitemsmandmsnacksmatmamhotel.
Operations and Supply Chain Management, 16th Edition b
m m m m m m m
y F. Robert Jacobs and Richard Chase
m m m m m m
Chapters 1 - 22 | Complete
m m m m m m
, • TABLE OF CONTENTSm m
Chapter m1: mIntroduction
Chapter m2: mStrategy
Chapter m3: mDesignmofmProductsmandmService
smChapter m4: mProjects
Chapter m5: mStrategicmCapacitymManagement
Chapter m6: mLearningmCurves
m
Chapter m7: mManufacturingmProcessesmChapt
erm8: mFacilitymLayout
Chapter m9: mServicemProcesses
Chapter m10: mWaitingmLinemAnalysismandmSimulatio
nmChapter m11: mProcessmDesignmandmAnalysism Cha
pterm12: mQualitymManagement
Chapter m13: mStatisticalmQualitymControlmCha
pterm14: mLeanmSupplymChains
Chapter m15: mLogisticsmandmDistributionmManageme
ntmChapter m16: mGlobalmSourcingmandmProcurementm
Chapter m17: mThemInternetmofmThingsmandmERPm Chap
term18: mForecasting
Chapter m19: mSalesmandmOperationsmPlanning
Chapter m20: mInventorymManagementm Chap
m
term21: mMaterialmRequirementsmPlanning
,Chapter m22: mWorkcenter mScheduling
CHAPTER 1 m
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
m m m m
Discussion mQuestions
1. UsingmExhibitm1.3masmammodel,mdescribemthemsource-make-deliver-
return mrelationshipsmin mthefollowing msystems:
a. An mairline
Source:mAircraftmmanufacturer,min-
flightmfood,mrepairmparts,mcomputermsystemsmMake:mAircraftmandmflightmcrewmsched
uling,mgroundmservicesmprovidedmatmairports,
aircraftmaintenance mandmrepair
Deliver:mOutboundmandmarrivingmpassengermservice,mbaggagemhandli
ngmReturn:mResolvemanympost-
servicemissuesmsuch masmlostmormdamagedmluggage
b. An mautomobilemmanufacturer
Source:m Suppliersmofmcomponentsmandmrawmmaterials
Make:mManufacturingmofmvehiclesmandmcomponentsmormsubassembliesmtombemsol
dmasmspareparts
Deliver:mDeliverymtomandmsalesmfrommdealerships,mdeliverymofmsparempartsmtomthe
mwholesalesystem
Return:m Warrantymandmrecall mrepairs,mtrade-ins
c. Amhospital
Source:mMedicalmsupplies,mcleaningmservices,mdisposal mservices,mfoodmservices,mq
ualifiedpersonnel
Make:m Inpatientmrooms,moutpatientmclinics,memergencymroom,moperatingmrooms
mDeliver:mScheduling mpatients,mproviding mtreatment,mambulance mservice,mfamil
ymcounselingReturn:mBillingmerrors,mfollowmupmvisits
d. An minsurancemcompany
Source:m Suppliesmneededmformthemoffice,munderwriters,mlegal mauthoritymtomoperate
, Make:mEstablish mpolicymguidelinesmandmpricing,mfieldmagent/representative mand
mfacilitymnetwork,mdevelop mInternetmservicemcapabilities,mestablishmpreferred mvehi
clemrepairmservicenetwork
Deliver:mMeetmwith mandmadvisemclients,mwritempolicies,mprocessmandmpaymclaimsR
eturn:m refundmofmoverpayments
2. Definemthemservicempackagemofmyourmcollegemormuniversity.mWhatmismitsmstrongestmeleme
nt?mWhatmisitsmweakestmone?
Themcategoriesmwith mexamplesmare:
Supportingmfacilitym-
mlocation,mbuildings,mlabs,mparking mFacilitating mgoodsm–
mclassmschedules,mcomputers,mbooks,mchalk
Explicitmservicesm–
mclassesmwith mqualified minstructors,mplacementmofficesImplicitmserv
icesm– mstatusmandmreputation m(e.g.,mIvymLeaguemschools)
AtmIndiana mUniversitymandmthemUniversitymofmSouthern mCalifornia,mamongmtheirmst
rongestmelementsmaremtheirmbusinessmschoolsmandmtheirmOperationsmManagement
mprogramsm(of mcourse).Both malso mhave mverymdedicated malumnimnetworks.mA mweakm
elementmofmIndiana mUniversitymismitsmweakmfootballmprogram;mformUSC,mweakmeleme
ntsmaremon-campusmparkingmandmhousing.
3. Whatmservicemindustrymhasmimpressedmyou mthemmostmwith mitsminnovativeness?
Ourmvotemgoesmtomcruisemlinesmwhichmhavemintroducedmsuchmonboardminnovationsm
asmwavemmachinesmformbellymboardingmandmrockmclimbingmwalls,masmwell masmallmsor
tsmofmothermamenitiesmtokeepmcruisersminvolved.m Themindustrymismdoingmrecordmbusi
nessmasmwell.
SomemofmthemstandoutmcompaniesminmlessminnovativemindustriesmaremBankmofmAmericam(h
asmamformalizedmresearch mprogrammtomtrymoutmnewmcustomermservices/amenitiesmsuch m
asmvideomscreensin mnextmtomtellermlines),mIntuitm(e.g.,mputtingmQuicken mmoneymmanage
mentmsoftwaremonline),mIkea,JetBluemAirlines,mandmProgressivemInsurancem(discussedmlat
ermin mthembook).
4. Whatmismproduct-servicembundlingmandmwhatmaremthembenefitsmtomcustomers?
Product-servicembundlingmismaddingmValue-
addedmservicesmtomamfirm’smproductmofferingsmtomcreatemoremvaluemformthemcustomer.
mThismprovidesmbenefitsminmtwo mareas.mFirst,mthismdifferentiatesmtheorganization mfromm
themcompetition.mSecondly,mthesemservicesmtiemcustomersmtomthemorganizationin mamp
ositivemway.mAlternatively,mbundlingmcan malsominvolvemaddingmproductsmtomamservice,m
formexample,maddingmthemsalemofmconveniencemitemsmandmsnacksmatmamhotel.
